AVP, Operations Service Delivery

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

JOB DESCRIPTION:

Essential Duties & Responsibilities

• Implements strategic objectives with substantial impact on the short and long-term success of the operations.

• Leads, directs and has full management accountability for staff in area of responsibility with an emphasis on talent management and succession planning in accordance with corporate strategic direction.

• Participates in the development and implementation of operating plan including policies and procedures, workflow, and performance standards including stretch goals to deliver superior or industry leading service within processing operation.

• Champions and implements process improvements/reengineering initiatives both within and across the organization to improve service and reduce risks and expenses. Engages and influences leaders outside of WWO to improve end-to-end processes.

• Manages expenses within each assigned business area. Performs forecasting of staffing needs, salary administration and overall spending, controls and variances.

• Monitors quality and timeliness of policy services provided to customers. Revises policies and procedures to increase quality and productivity and ensure customer satisfaction.

• Implements state and federal regulatory requirements in processing operation. Designs measures for internal and external reviews to ensure compliance.

• Translates strategy into action in partnership with other leaders to drive top and bottom line growth. Uses multiple sources of data to support decisions and tracks metrics to monitor progress.

• Relationship Management: Establishes strong relationships with customers and business partners by demonstrating area expertise and enterprise business acumen.

• Ensures Business Continuity/Disaster Recovery Plans are current and effective.

• May manage vendor relationship regarding outsourced functions.

Reporting Relationship
Typically VP and above

Skills, Knowledge and Abilities

• In-depth technical knowledge of theories and practices in insurance operations, billing and collections, agencies and accounting. Working knowledge of underwriting, IT principles, claims processing and metrics to measure operating functions.

• Ability to effectively interact and communicate with all levels of external and/or internal business partners within scope of responsibility, team and/or matrix environment.

• Leadership and management skills demonstrating integrity and professionalism.

• Ability to drive results by identifying and resolving problems within scope of responsibility.

• Knowledge of the commercial insurance industry, its products and services.

• Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.

• Knowledge of Microsoft Office Suite and other business-related software.

• Ability to articulate a vision for the future and ability to communicate how each team member has an impact on CNA's value proposition.

• Drives strategies and implements innovative solutions to outperform the competition and drive top and bottom line growth.

Education and Experience

• Bachelor's degree with Master's preferred in Business Administration or a related discipline, or equivalent.

• Typically a minimum of 10 years of related insurance work experience, with five years management experience.

• Applicable certifications preferred.

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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $152,000 to $242,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.  For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com